Store Protection & Customer Experience Specialist

Ross Stores, Inc.; Reno (NV); On-site; USD 42,000 - 56,000; Full time

Job summary

Ross Stores in Reno, NV is seeking a Loss Prevention Specialist to maintain a safe shopping environment and deter theft. You will greet customers, monitor entrances, and partner with Store Leadership to apply Loss Prevention directives while upholding Ross values.

The role emphasizes visible presence, excellent communication, teamwork, and adherence to company policies, with a focus on reducing shortage and protecting inventory.

Qualifications

• Minimum one year retail supervisor experience or equivalent training.
• One year loss prevention/security training preferred.
• Active Security Guard License preferred.
• Ability to work effectively in a fast-paced environment.
• Strong communication skills required.
• Ability to build and maintain relationships with Store team.
• Excellent customer service skills.
• Proven ability to resolve conflicts.
• Must comply with applicable laws and background checks for security positions.

Responsibilities

• Maintain a visible presence at store entrances/exits and on the sales floor.
• greet customers, monitor for safety issues, and deter theft with professional conduct.
• Partner with Store Leadership to implement Loss Prevention directives.
• Monitor for potential safety issues and ensure clear egress to emergency exits.
• Train and educate Associates on shortage reduction initiatives and procedures.
• Represent the Ross brand with professional appearance and behavior.

Skills

Customer service

Communication

Conflict resolution

Team collaboration

Retail security

Education

High School education or equivalent

AA degree preferred

Tools

Security Guard License

Job description

GENERAL PURPOSE

This position provides a visible presence at the Store entrances/exits, mitigating theft and fraud and maintaining a safe and secure environment for Associates and Customers. The Specialist makes eye contact, smiles, and greets all Customers in a prominent, courteous and friendly manner deterring opportunity for theft by demonstrating “command” presence in a Company issued vest/required black attire, and monitoring the Code 50 package inspection policy. Walks sales floor to identify and address potential theft indicators, as directed by Store Leadership. Partners with Store Leadership to ensure compliance with Loss Prevention directives and minimization of operational shortage. Must embrace Company values and have a mentality to protect the Ross treasure.

ESSENTIAL FUNCTIONS

Maintaining Safe & Secure Environment:

• Understands that safety is the number one priority and practices safe behaviors in everything they do and assists Store Leadership in maintaining a safe and secure environment for both Associates and Customers.
• Provides visible "command" presence, including prominent greetings with eye contact, at Store entrances/exits and on sales floor in a Company issued vest/required black attire, monitoring for potential safety issues.
• Removes clutter and ensures safe, clear egress to emergency exits.

Developing Great Teams & Partnerships:

• Provides great Customer service by prominently greeting Customers, making eye contact, smiling and answering questions in a friendly and courteous manner.
• Treats all Customers and Associates with respect.
• Demonstrates courtesy, friendliness, and professionalism at all times. Recognizes Associates using Company recognition programs.
• Regular involvement with internal and external partners. May include conference calls, scheduled district meetings, educating Associates, providing recognition, etc.
• Other duties as assigned to support Loss Prevention initiatives.

Personal and Store Brand

• Represents and supports the Company brand at all times.
• Maintains a professional appearance, in accordance with Company dress code.

Mitigating Theft & Fraud:

• Monitors entrances/exits as well as sales floor for potential theft by identifying suspicious behavior.
• Gathers theft indicators and uses internal or external intelligence to impact shortage trends. Effectively communicates to Store Leadership and Loss Prevention Leadership.
• Adheres to Company policy for external theft response.
• Executes all Company Best Practices and maximizes productivity by minimizing steps and touches while working.

Minimizing Operational Shortage:

• Increases Store awareness on effective processes to minimize operational shortage. Trains and educates Associates on shortage reduction initiatives.
• Observes and validates proper checkout procedures for Customers and Associates.

ESSENTIAL FUNCTIONS (cont.)

COMPETENCIES

Manages Work Processes

Business Acumen

Plans, Aligns & Prioritizes

Developing Talent

Collaboration

Leading by Example

Communication

Ensures Accountability & Execution

QUALIFICATIONS & SPECIAL SKILLS REQUIRED

• One year retail supervisor experience or similar training preferred.
• One year loss prevention/security training preferred.
• Active Security Guard License preferred
• Ability to work effectively in a fast-paced environment.
• Strong communication skills.
• Demonstrated ability to build and maintain relationships with the Store team.
• Excellent Customer service skills.
• Proven ability to effectively resolve conflict.
• Must be able to comply with all applicable federal and state laws and regulations for security positions, including but not limited to, additional background screening, physical examination, fingerprinting and/or drug and alcohol testing.

EDUCATION / CERTIFICATIONS

• High School education or equivalent required, AA degree preferred.

PHYSICAL REQUIREMENTS

Ability to spend up to 100% of working time standing, walking, and moving around the Store.

Certain assignments may require other qualifications and skills.

Consistent timeliness and regular attendance

Must be able to raise or lower objects more than 25 lbs., from one level to another (includes upward pulling).

Must be able to regularly bend, stoop, or crouch (frequency and duration will vary per daily business need).

SUPERVISORY RESPONSIBILITIES

None